Sr. Escalation Manager

Trend Micro•Irving, TX

About The Position

Trend Micro, a global cybersecurity leader, helps make the world safe for exchanging digital information across enterprises, governments, and consumers. Fueled by decades of security expertise, global threat research, and continuous innovation, Trend harnesses AI to protect organizations and individuals across clouds, networks, devices, and endpoints. The Trend Vision One™ enterprise cybersecurity platform accelerates proactive security outcomes by predicting and preventing threats across the entire digital estate and environments like AWS, Google, Microsoft, and NVIDIA. Proactive security starts here. TrendMicro.com Position Summary: The Senior Critical Account Escalation Manager (Sr. Escalation Manager) plays a pivotal role in ensuring the success, stability, and long-term trust of Trend Micro’s most strategic customers. As a core member of the Critical Account Team (CAT), this role functions as a cross-functional escalation and service recovery leader, bridging Product Management, R&D, Support, Field teams, and executive stakeholders. The role is responsible for owning high-impact customer escalations, driving resolution across complex technical and business dimensions, and proactively reducing service and delivery risk across the Trend Micro Vision One platform. Sr. Escalation Manager also acts as a strategic feedback conduit, translating customer insights into actionable product priorities and operational improvements while supporting Trend Micro’s global follow-the-sun engagement model.

Requirements

Proven experience leading and influencing cross-functional teams without direct authority.
Strong written and verbal communication skills, with the ability to manage executive-level discussions during high-pressure, business-critical situations.
Solid understanding of cybersecurity platforms, cloud infrastructure, and/or threat detection technologies, preferably within the Vision One ecosystem.
Demonstrated ability to translate complex technical issues into clear, actionable narratives for diverse stakeholders, including C-level executives, engineers, and customers.
Strong analytical, planning, and process-building capabilities, with a mindset focused on outcomes and continuous improvement.
Entrepreneurial, resilient, and customer-obsessed approach to problem solving.
Willingness to work flexible hours and participate in occasional international travel to support customer engagements and business needs.
Ideally 4+ years of experience in an operational, product, or consulting role managing complex, high-impact scenarios.

Nice To Haves

Preferred educational background in an analytics-driven discipline (e.g., Engineering, Economics, or Business), with a bachelor’s or graduate degree from a leading institution.

Responsibilities

Critical Escalation & Account Management Own and lead critical, high-impact escalations for strategic customers, including product issues, detection gaps, and deal-driven feature requests.
Serve as the single point of accountability for escalation outcomes, coordinating directly with R&D, Product Managers, Support, and Field teams.
Drive clear, consistent, and executive-level communications across multiple workstreams, including status updates, recovery plans, and risk mitigation strategies.
Assess and communicate both customer business impact and internal operational impact of proposed solutions or workarounds.
Product & Customer Feedback Leadership Establish and maintain structured feedback channels to capture customer insights, feature requests, and systemic gaps.
Facilitate on-demand customer discussions to provide direct product feedback and expectation alignment.
Analyze recurring themes, patterns, and risk indicators to proactively inform Product Management and influence roadmap prioritization.
Advocate for customer needs while balancing platform scalability, security, and long-term product strategy.
Program & Project Management Plan, organize, and execute strategic cross-functional initiatives on behalf of Product Owners and leadership.
Manage projects spanning multiple teams and regions, ensuring alignment, accountability, and timely execution.
Maintain visibility into organization-wide initiatives to optimize resource utilization and prevent duplicated or siloed efforts.
Contribute to continuous improvement of escalation processes, operational playbooks, and service reliability practices.